customer service representative - call centre

*CUSTOMER SERVICE REPRESENTATIVE*Fashion Distribution Location: Railtown, Vancouver *ABOUT DIVERSE GROUP* Diverse Group is a fashion distribution company serving customers across North America. We connect brands, sales teams, and retail partners through thoughtful service, reliable operations, and strong attention to detail. We are looking for a Customer Service Representative who enjoys solving problems, building trust, and keeping orders moving. *THE OPPORTUNITY* As the primary day-to-day contact for customer and sales representative inquiries, you will support the full order journey - from order entry and availability questions through shipping, returns, credits, and invoicing. You will work closely with sales, brand managers, and the warehouse to provide accurate information and a smooth customer experience. *WHAT YOU'LL DO* * Respond to customer and sales representative questions by phone and email with clear, timely, and professional communication. * Proactively share order status, shipment tracking, inventory availability, and other updates with customers across North America. * Process returns, exchanges, refunds, and credits accurately and in line with company policies. * Investigate order or shipping issues, resolve routine concerns, and escalate complex matters with sound judgment. * Coordinate with sales, brand managers, and warehouse partners to support accurate order processing and delivery. * Coordinate payment follow-up and invoicing for customer orders, and escalate discrepancies as needed. * Maintain accurate order records and protect confidential customer and business information. *SUCCESS IN THIS ROLE LOOKS LIKE* * Customers receive accurate answers and timely updates, even when an order requires investigation. * Orders, returns, credits, and invoices are processed carefully and consistently. * Sales, brand, and warehouse partners have the information they need to keep work moving. * Potential issues are identified early, communicated clearly, and followed through to resolution. *WHAT YOU'LL BRING* * At least 2 years of customer service experience; experience in fashion, apparel, retail, or distribution is an asset. * High school diploma or equivalent; education in fashion, retail, business, or a related field is an asset. * Strong written and verbal communication skills, with the empathy and professionalism to handle concerns calmly. * Excellent organization and attention to detail, especially when managing orders, product information, and financial follow-up. * Ability to prioritize competing requests, meet deadlines, and stay composed in a fast-paced environment. * A collaborative, solutions-oriented approach and the ability to work independently when needed. * Working knowledge of Google Workspace and Microsoft Office, including Word, Excel, and Outlook. * Experience with an ERP or order management system; familiarity with AIMS 360 is an asset. * Genuine interest in fashion and the curiosity to learn product details, materials, sizing, and seasonal offerings. *WHY JOIN DIVERSE GROUP* You will join a close-knit team where customer experience, accuracy, and collaboration matter. This role offers the opportunity to work at the intersection of fashion, sales, and operations while building trusted relationships with customers and internal partners. *SALARY AND BENEFITS* Salary: $23-$27 per hour, based on experience with apparel, ERP systems, order management, and wholesale customers. * Extended health benefits following the probationary period. * Three weeks of vacation annually. * Paid sick days in accordance with B.C. employment standards. * Employee clothing discount. * Six-month and annual compensation reviews. * Eligibility for performance and retention bonuses. * Opportunities for advancement *HOW TO APPLY* Please submit your resume and a short cover letter describing your relevant experience and interest in the role. Diverse Group is committed to a respectful, inclusive, and acces